Managing the New Customer Relationship

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Praise for MANAGING THE NEW CUSTOMER RELATIONSHIP aGordon delivers an impressive synthesis of the newest methods for engaging customers in relationships that last. No organization today can succeed without the mastery of customer relationship management strategy fundamentals. But to win in the decades ahead, you must also understand and capitalize on the rapidly evolving social computing, mobility and customer analytics technologies described in this book. Checklists, self-assessments and graphical frameworks deliver pragmatic value for the practicing manager.a a William Band, Vice-President, Principal Analyst, Forrester Research Inc., Cambridge, MAand potential customers where they are, companies naturally ought to consider
social media as part of their ... avoided had United been listening more actively
and engaging customers more effectively in near real time.5 Once the video went
viral, ... was thrown over a fence by a FedEx delivery person in another YouTube
video (this one watched over 8 million times). ... company has a monopoly on
occasional and weirdly bad customer service, in yet another YouTube video, a
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Title

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Managing the New Customer Relationship

Author

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Ian Gordon

Publisher

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John Wiley & Sons - 2013-03-21

ISBN-13

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